Customer Experience Analyst - Senior
Core
Lead Customer Experience strategy and influence the New Product Introduction (NPI) flow, connecting experience data to business metrics to drive structural improvements in the customer journey.
Role type
Senior Customer Experience Analyst / Product Strategy Lead
Builds
Customer journey improvements and new product launch guidelines
Domain
Customer Experience / Product Management
Deliverable
product features
Required skills
Customer Experience strategy, New Product Introduction (NPI) flow management, Voice of the Customer (VoC) program design, Business metric correlation (retention, revenue, churn), Cross-functional project leadership, Executive stakeholder management, Agile methodologies (Squads, Scrum, Kanban), Data synthesis and insight generation
Preferred skills
Post-graduate degree in Business Management/Design Strategy/CX, CCXP or PMP certification, Advanced data analysis tools (Power BI, Tableau, SQL), Informal technical team leadership
Technologies
Power BI, Tableau, SQL
Responsibilities
Define CX/UX guidelines for new product conception and final homologation, Design and lead complex usability testing and focus group programs, Correlate CX metrics with business indicators to define product roadmaps, Lead end-to-end improvement projects requiring alignment across Technology, Product, Business, and Service directorates, Represent CX in executive committees and multidisciplinary squads, Mentor Junior and Mid-level technical professionals
